KaTeira Jones
Omaha,NE
Summary
Organized and dependable candidate successful at managing multiple priorities with a positive attitude. Willingness to take on added responsibilities to meet team goals.
Detail-oriented team player with strong organizational skills. Ability to handle multiple projects simultaneously with a high degree of accuracy.
To seek and maintain full-time position that offers professional challenges utilizing interpersonal skills, excellent time management and problem-solving skills.
Overview
7
7
years of professional experience
Work History
Channel Operations and Support Americas
Marriott
02.2020 - Current
- Interacted well with customers to build connections and nurture relationships.
- Trained new employees on proper protocols and customer service standards.
- Trained and guided team members to maintain high productivity and performance metrics.
- Handled problematic customers and clients to assist lower-level employees and maintain excellent customer service.
- Reported issues to higher management with great detail.
Channel Operations and Support Coordinator
Marriott
08.2018 - 02.2020
- Collaborated with operations team to provide excellent customer service and foster positive work environment.
- Created and maintained well-organized electronic and hard copy files to support business processes.
- Participated in operations team meetings to coordinate and assign project management tasks.
- Complied with systems procedures, business processes and company policies to promote workplace safety and quality.
Operations Supervisor
Marriott
10.2017 - 08.2018
- Evaluated team member performance and productivity, provided feedback and implemented corrective actions.
- Motivated and trained employees to maximize team productivity.
- Managed internal operational standards and productivity targets.
- Enforced regulatory and company policy compliance to improve workplace and employee safety and readiness.
- Compiled training materials for new employees and tracked skill development.
- Encouraged and promoted ideas aligned to business needs and benefits.
- Analyzed department metrics and performance and reported findings to management.
- Tracked company equipment, tools and technology to manage inventory.
- Assisted customers with questions and problems to build brand loyalty and cultivate lasting business relationships.
- Directed associate warehouse teams to process inbound and outbound shipments with speed and accuracy.
- Documented transactions, orders and expenditures to gather sales data and forecast financial needs.
- Hired, managed, developed and trained staff, established and monitored goals, conducted performance reviews and administered salaries for staff.
- Resolved issues through active listening and open-ended questioning, escalating major problems to manager.
- Coordinated individual duties after careful evaluation of each employee's skill level and knowledge.
- Completed bi-weekly payroll for all employees.
- Improved customer satisfaction scores through application of superior conflict resolution and problem-solving skills.
- Interceded between employees during arguments and diffused tense situations.
- Monitored front areas so that questions could be promptly addressed.
- Provided backup to front desk to step in to assist with various tasks whenever employee was absent or at lunch.
- Trained team members on new hotel services and products to support promotional efforts.
- Organized spaces, materials and catering support for internal and client-focused meetings.
Event Specialist
Marriott
05.2017 - 10.2017
- Interfaced with clients to understand event objectives.
- Managed event logistics and operations.
- Negotiated and worked with venues and vendors to carry out event objectives.
- Planned large-scale events such as trade shows, conferences and meetings.
- Accurately calculated and processed expenses during and after events.
- Determined root causes of problems with systematic approach and developed new ideas to overcome obstacles.
- Worked closely with couples to meet wedding goals, maintain deadlines and resolve complaints or service issues.
Front Desk Agent
Marriott
01.2016 - 05.2017
- Took reservations over phone, in person, and via computer for guests and provided confirmation information.
- Collected room deposits, fees, and payments.
- Answered customer telephone calls promptly and appropriately handled needs.
- Used internal software to process reservations, check-ins and check-outs.
- Calculated billings and posted charges to room accounts, reviewing charges with guests at checkout.
- Greeted visitors and customers upon arrival, offered assistance, and answered questions to build rapport and retention.
- Maintained clean and organized front desk areas to uphold polished company image.
- Oversaw fast-paced front desk operations and guests' needs at busy facility.
- Issued room keys to guests upon check-in and answered questions regarding proper use.
- Welcomed each new arrival pleasantly and confirmed reservations and identification.
- Acquired in-depth knowledge of surrounding area to offer guests with information about dining options, entertainment, and shopping activities.
- Answered multi-line phone system and enthusiastically greeted callers.
- Responded swiftly to room requests and other inquiries made via establishment website, email, or phone.
- Confirmed important personal and payment information for compliance with security and payment card industry standards.
- Liaised with housekeeping and maintenance staff to address requests and complaints made by guests.
- Answered questions and addressed, resolved, or escalated issues to management personnel to satisfy customers.
- Greeted guests at front desk and engaged in pleasant conversations while managing check-in process.
- Answered multi-line phone system to respond to inquiries and transfer calls to correct departments and personnel.
- Developed and maintained positive relationships with guests for satisfaction.
- Trained new staff members in customer service techniques and hotel operations.
- Reported facility and room maintenance problems to appropriate personnel for immediate remediation.
- Contacted housekeeping staff and maintenance department to resolve issues with guest rooms.
- Kept accounts in balance and ran daily reports to verify totals.
- Enforced policies and procedures to increase efficiency.
- Used quick response and dynamic service skills to build relationships with patrons and improve customer retention rate.
- Liaised with housekeeping staff to verify service and maintenance of hotel standards.
- Prepared reports on guest satisfaction levels and other metrics.
- Promoted hotel brand's loyalty program via social media, email and direct mail.
- Monitored staff performance and provided feedback and guidance.
- Stored guest valuables in safe and individual boxes for security.
Education
No Degree - Criminal Justice
Wayne State College
Wayne, NENo Degree - Behavioral Sciences
Bellevue University
Bellevue, NEHigh School Diploma -
Benson High School
Omaha, NE05.2004
Skills
- Written Communication
- Organization and Time Management
- Decision-Making
- Data Entry
- Critical Thinking
- Clerical Support
- Teambuilding
- Self-Motivated
- Multitasking Abilities
- Training and Development
- Excellent Communication
- Planning and Coordination
- Attention to Detail
- MS Office
- Problem-Solving
- Interpersonal Communication
Timeline
Channel Operations and Support Americas
Marriott
02.2020 - Current
Channel Operations and Support Coordinator
Marriott
08.2018 - 02.2020
Operations Supervisor
Marriott
10.2017 - 08.2018
Event Specialist
Marriott
05.2017 - 10.2017
Front Desk Agent
Marriott
01.2016 - 05.2017
No Degree - Criminal Justice
Wayne State College
No Degree - Behavioral Sciences
Bellevue University
High School Diploma -
Benson High School
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